Cobalt 4.1 + has introduced the Copilot chatbot via Copilot studio. Think of it as an assistant that can provide guided assistance to your users without them needing to call or email staff.
Note: As of current implementation, this functionality is limited to providing users information that is accessible in documents, websites, and knowledge articles. The chatbot cannot answer user-specific questions about their data at this point in time.
Setting Up in Copilot Studio:
- You will first need to create your chabot via the Copilot Studio (copilotstudio.microsoft.com). This is where you can add, update, and remove a knowledge source, change the icon, update the name of the chatbot, and configure more complexity of responses.
You can either simply add knowledge sources to make your chatbot a self-service agent for your users to ask questions about information that may be on your website, or configure your chatbot with specific topics that are commonly asked.
Setting up in CRM:
Once your chatbot is created in Copilot Studio, you will need to create a service configuration property in your system to link it to the portal. From the service configuration property, you can control which portal pages the chat bot will display on, the name of the chatbot, and directly connect the chatbot you've set up to your portal.
Using the Chat Bot:
When users are logged into the portal, they will see the chatbot icon on the bottom right corner of any pages that the chatbot has been enabled to be on. Users can enter questions and, depending on the configured data sources, the chat bot will respond with the corresponding answer or additional information.
When users close the chatbot, the icon will still remain if they want to re-open it later on. However, the chatbot will not reopen until they click on the icon again.
When portal users navigate to a page where the chat bot is not configured to display on, they will not see the chatbot icon and the chatbot will not automatically appear.
